Frequently Asked Questions (FAQ's)
... and their answers!
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What day can I arrive?
You are able to arrive on any day that suits you. If you are arriving
outside office hours we can arrange for comprehensive self-check-in
details to be sent to you. We prefer it if you can arrive on a day
that our office is open (see opening
hours below) as we can then show you into the property and give
more information about the property. We realise that this isn't
always possible as flights are delayed, traffic jams etc. therefore
we have various keysafes and can leave keys and instructions for
late arrivals.
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What time is check in?
You can arrive to collect keys and drop luggage from 10am until
5pm however the particular apartment that you book may not be ready
until the afternoon of your arrival (1-2pm) if it was booked the
night before. Please ensure you confirm your expected arrival time
with us so that we can plan to meet you. We prefer that you come
to our offices at Alma House, 56 Alma Road, Windsor and we will
then take you to the property. A check-in form needs to be signed
and we can give you maps and more information as needed.
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What time is check out?
Check out time is by 10am on the day of your departure, unless otherwise
agreed. If you are leaving early on the day of departure we are
happy for you to drop keys through our letterbox at Alma House as
long as they are labelled or in an envelope. Please note that late
check-outs may incur additional charges. Prior to checking out of
a property you will be sent information regarding the return of
keys etc at least one week beforehand.
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How do I check in?
If you are checking into the property during office hours please
come to our office on Alma Road and we will take you over to the
property and show you around the apartment.
If you are arriving outside of office hours we can forward you comprehensive
information about the property, key collection and directions.
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Can you supply welcome packs?
We are happy to do this as long as we have enough notice. Please
supply a list of products. This will incur an additional fee of
£15 on top of the cost of the products. Please contact our
office to arrange.
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Who can I contact in an emergency?
During office hours you are able to contact our staff in the office
via telephone and e-mail. The office telephone number is 01753 833747
or alternatively you can e-mail us at admin@almahouse.co.uk.
Outside of office hours you are able to contact a member of our
staff on the emergency line – 07919 614559. Please note that
this is not a 24 hour facility. The emergency line and should not
be used for general enquires. Call-out charges may apply.
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Where are the local supermarkets?
There are several supermarkets in Windsor;
Waitrose
is located in the town centre at 37 King Edward Court. Marks
and Spencer is also located in the town centre at 130 Peascod
Street. For both Marks and Spencer and Waitrose it is possible to
park in the King Edward Court Car Park for easier transportation
of your shopping. Please see the Windsor
and Eton visitor map to locate the car park. Marks and Spencers
has a collection point at the back of store. Please ask in store
for details. Tesco
is located a short drive away from Windsor Town Centre on the Dedworth
Road.
We
have compiled several lists, which are located on our guest resource
page, to try and make your stay in Windsor as easy as possible.
For information on local restaurants, shops, doctors, dentists and
much more please see our guest
resources page
- How do I get to Windsor ?
Please download a Word document called ‘HOW
TO FIND US’ this is about 2.5 Mb so it may take time on
a slow connection.
- How do I get to the apartment?
If you are checking into the property during office hours, we can
take you to the property from our office. There are map links for
all of the properties on our website. You will be provided with
comprehensive information on how to find the property if you are
checking in by yourself.
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What are your office opening hours?
Our office is open Monday to Friday from 9am to 5.30pm. Our office
is also open on Saturdays from 9am to 1pm. In the event of an emergency
outside of office hours you can contact a member of staff on the
emergency line – 07919 614 559. (This is not a 24 hour facility
and should nto be used for general enquiries. Call out charges may
apply)
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What is your cancellation policy?
Four weeks notice is required to avoid charge. Please put your cancellation
in writing to us at 56 Alma Road, Windsor, SL4 3HA. Alternatively
you can send your cancellation notice via e-mail to enquiries@almahouse.co.uk
. In either case we will confirm the cancellation and any costs
involved. For further information please see our terms
and conditions.
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Do I need to pay a deposit?
On booking, a non-refundable reservation deposit of £200 will
be required to reserve accommodation for bookings that start more
than two weeks in advance. For bookings where the arrival date is
less than two weeks away, full payment will be required for at least
the first four weeks.
Bookings will be confirmed once the holding deposit or full payment
is received.
The holding deposit will be deducted from the final rental balance;
the balance must be paid two weeks before arrival.
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Should I leave early, what is your refund policy?
Rent cannot be refunded once paid, unless we are able to re-let
the property, in which case you will be reimbursed for the number
of nights re-booked less a £200 administration charge. We
will always endeavour to re-let a cancelled period so that we can
offer you a refund.
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Can I extend my stay?
You are able to extend your stay as long as we have not taken another
booking. If you would like the option to extend please tick the
box on the booking form. We will then ask you nearer the time of
your plans to extend but we reserve the right to take other bookings
if we cannot reach you or do not hear from you. Please keep in touch
when staying for a longer period so that we are aware of your plans.
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Can I have the property cleaned?
We offer the option of having a weekly service in the rental property,
this is charged depending upon the size of the property. For more
information please speak to a member of our team on 01753 833747
or see our website for more information.
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What happens if I lose my keys?
If keys and parking permits, remotes or cards are lost there will
be a charge to you as the tenant for replacement of locks, keys
and parking permits etc. Please note there may be an additional
administration charge.
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What if I break something?
If something in the property is broken during your stay you should
notify Accommodation Windsor as soon as possible. We ask that you
replace the broken item with a similar substitute, alternatively
we can organize a replacement and charge you the amount.
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What if I have a guest to stay?
If you are planning to have a guest stay with you, you need to notify
us for health and safety reasons. If you require extra bedding and
towels we can supply these, however in some cases a charge may apply.
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our selection of appartments and properties near London here
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